The Kenya Information and Communications (Consumer Protection) Regulations, 2010 provide for various rights of consumers of ICT services. These include (1) the right to be charged only for the products and services they subscribe to, (2) the right to personal privacy and protection against unauthorized use of personal information and (3) the right to be protected from unfair trade practices by licensees. The Regulations also require licensed service providers to provide easily understood information about its complaint handling processes. Last week, the Communications Authority of Kenya published the draft Guidelines that will assist licensees to comply.

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